Customer Experience Expert

Company Overview:
At Two Three Bird, we’re passionate about supporting cyclists and protecting the gear that powers their adventures. As a leading provider of comprehensive bicycle insurance in Australia, New Zealand, the United Kingdom, and the United States, we’re dedicated to helping cyclists—from everyday commuters to Ironman triathletes—ride with confidence, knowing their bikes are covered, no matter where the road takes them.
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Position Overview:
We are seeking a dynamic individual with a genuine passion for cycling, exceptional customer service skills, and technical bicycle knowledge. This role involves core responsibilities such as managing bicycle insurance claims, supporting customers throughout their journey, and contributing to our sales and retention goals. This position offers a unique opportunity to work in a fast-paced, collaborative environment in the heart of Stellenbosch while helping grow our global bicycle insurance business.
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Key Responsibilities:

• Core Responsibilities
  • Claims Management: Oversee the entire claims process from lodgement to settlement, ensuring claims align with policy guidelines and industry regulations. Assess and validate claims accurately, preventing and identifying fraudulent claims with the support of provided training and tools.
  • Sales & Retention: Engage with customers to understand their insurance needs, provide expert guidance, and drive sales by following up on quotes. Proactively work on retention by addressing concerns and reviewing existing policies.
  • Customer Support & Guidance: Handle inbound inquiries (calls, emails, LiveChat) empathetically and professionally, providing clear instructions and assistance. Communicate next steps clearly and resolve disputes or complaints promptly.
• Secondary Responsibilities
  • Team Collaboration: Work with the team to achieve sales, claims and service targets and maintain exceptional customer satisfaction.
  • Task Management: Ensure all communications and tasks are completed within service level agreements, and maintain accurate electronic customer files.
  • Additional Support: Support the team as and when required. Identify recovery opportunities and provide information to assist the Third-Party Recovery team with successful recoveries. Stay updated on industry trends, competitor offerings, and regulatory changes to continuously improve service quality.

Qualifications and Skills:

• Proven Experience: 2–3 years of experience in customer service or claims handling, with a proven track record of meeting or exceeding targets (references required).
• Educational Background: A school certificate is required; a 3-year degree is preferred for its emphasis on critical thinking and problem-solving.
• Bicycle Knowledge: Technical expertise in bicycles, including knowledge of components, brands, and repair assessment.
• Insurance Knowledge: Familiarity with insurance products (training provided for those with limited knowledge).
• Soft Skills: Excellent communication, interpersonal, and problem-solving skills.
• Ambition & Growth: A desire to learn and grow within the company, coupled with strong team collaboration abilities.
• Location & Transport: Own transport is required; candidates residing in Stellenbosch or nearby areas are preferred.

Working Hours:

• Full-time office based position with working hours of 5 pm–2 am (adjusted for daylight savings in March and November).

Remuneration & Perks:

• Competitive monthly base salary up to R23,000 CTC, plus R2,000 night shift allowance.
• Generous leave entitlement (21 days, plus an additional Birthday Leave day).
• Disability income benefit.
• Discounts on salvaged bicycles, exclusive to team members.
• Training opportunities and pathways for career progression within our global organisation.

Career Growth and Training:
We’re committed to your success and offer:

• Training on insurance, sales and claims handling.
• Leadership support for those looking to advance their careers.